Support Manager

North Bristol NHS Trust; Bristol; On-site; GBP 30,000 - 40,000; Full time

Job summary

A healthcare organization in Bristol is seeking a full-time Support Manager to oversee outpatient services and administrative staff. Responsibilities include performance management, complaint coordination, and ensuring efficient clinic operations. Candidates should have NHS experience, staff management skills, and strong communication abilities. This role promotes a patient-focused culture, offering opportunities for skill development.

Qualifications

• Experience working in the NHS and in an outpatient service.
• Experience managing waiting lists and patient pathways.
• Ability to work under pressure and meet deadlines.

Responsibilities

• Manage secretarial, administrative, and clerical staff.
• Oversee performance and clinic booking.
• Coordinate complaints and investigations.

Skills

Staff management experience

Excellent communication skills

Organizational skills

Attention to detail

Education

GCSE Level in English and Maths

Tools

CareFlow patient administration system

Job description

Thank you for your interest in this vacancy!

Overview

The Medicine Division management team at NBT are looking to recruit a Support Manager on a full-time, permanent basis. The post will have key responsibilities relating to outpatient service management, performance management, complaint coordination, and line management of administrative colleagues. The successful candidate will be assigned to Cluster 4 within the Medicine Division and will be responsible for delivering services the cluster – predominantly Clinical Haematology and Cardiology.

Interested candidates are encouraged to discuss the post in more detail via the contact information provided below.

Main duties of the job

This post forms a key role within the Medicine Management team within the Medicine Division at North Bristol NHS Trust. The postholder will be responsible for a subset of specialties across the division and will manage the secretarial, administrative and clerical staff and services that support clinical practice. The postholder will be required to have existing staff management experience and skills, and an extensive background in administrative and clerical processes and procedures. Applicants will also need to understand waiting lists, preferably in an outpatient environment, as clinic utilisation and performance targets such as RTT and diagnostic waits will form a large part of the role. Applicants should have well developed communication skills (both written and verbal) as you will be dealing with patient concerns and complaints. This is a varied role where you will work closely with fellow Support Managers, Specialty Managers and General Managers, with opportunities to learn and develop new skills. This role will promote a patient-focused culture and help support and develop the services within Medicine.

Responsibilities

• Outpatient service management
• Performance management
• Complaint coordination
• Line management of administrative colleagues

Detailed job responsibilities

• Staff Management - Secretarial, Administrative, Clerical: manage attendance, sickness absence, return to work meetings, training and development, recruitment, and staff records; ensure IT and other systems are well supported (e.g., eRS, EDMS, Winscribe); authorise eRostering timesheets; update administrative processes.
• Outpatients and Performance: work with the Central Outpatients Department to optimise clinic booking, oversee waiting lists, manage pathways, and support performance targets; contribute to demand and capacity modelling; provide regular performance reporting; produce weekly typing turnaround reports.
• Complaints Co-ordination: act as the point of contact for complaints relating to the Specialties; coordinate investigations and responses within time-scales; draft responses using Trust formats.
• Other: address operational issues with other managers, attend monthly meetings, check invoices, process Freedom of Information requests, participate in service development, and deputise for the Specialty Manager to maintain services across the Division; participate in the Divisional SPOC rota and support SMS development with partner organisations.

Person specification

Education

• Educated to GCSE Level with a Grade C and above in English and Maths

Work Experience

• Experience of working in the NHS and in an outpatient service
• Experience in a multi-disciplinary and busy team environment
• Experience in working under pressure and to deadlines
• Experience in dealing with patients/service users or working in a customer-focused environment
• Experience of managing waiting lists and patient pathways

Desirable criteria

• Experience of using spreadsheets to record and track information
• Experience of writing short reports

Knowledge, Skills and Abilities

• Computer literate with good keyboard skills
• Excellent verbal and written communication and good telephone manner
• Good organisational and time management skills; ability to prioritise and plan daily workload in a busy environment
• Attention to detail and ability to meet deadlines
• Understanding of patient confidentiality, data protection and freedom of information policies as they relate to waiting times

Desirable

• Knowledge of the CareFlow patient administration system (managing access plans, building clinics, updating Directory of Services, etc.)

If you apply for this vacancy and have not received a communication from North Bristol NHS Trust within three weeks of the closing date, please assume that your application has been unsuccessful.

Please note that North Bristol NHS Trust does not reimburse travel expenses relating to interview attendance.

If you feel you meet the requirements of the Disability Act / Two Ticks scheme and require further support/advice, please contact us on tel [phone].

North Bristol NHS Trust is committed to safeguarding and promoting the welfare of children and young people and expects all staff and volunteers to share this commitment.

The successful applicant(s) will normally commence at the minimum of the scale unless they have previous NHS service at the same band. Progression through the scale is by annual increments.

At North Bristol NHS Trust (NBT), we know diverse and inclusive environments lead to happier and healthier teams and improved patient care and outcomes. We are committed to equality of opportunity, fairness and inclusion, and to being a place where we all belong. We encourage applications from candidates who are currently underrepresented in NBT’s workforce at Band 8a and above, including people from Black, Asian and minority ethnic backgrounds, disabled people and LGBTQIA+ people.

Please note: stringent pre-employment checks are undertaken on all successful applicants prior to commencement in post.